How do I set up an SLA policy?

To create or modify SLA policies:

• Go to Settings > SLA
• Click "Add SLA Policy" or edit an existing one.

• Set targets for each priority level:
  • Response time (e.g., High priority: 1 hour)
  • Resolution time (e.g., High priority: 4 hours).
• Choose time measurement: business hours or calendar hours.
• Assign operating hours schedule (business hours configuration).
• Save

Tips:

1. Create different SLA policies for different priority levels.
2. Associate your business hours with SLA so weekends/holidays are excluded.
3. Set up SLA breach notifications in Settings > Notifications to alert your team.

Designing your own? The SLA policy workbook walks through the six decisions behind a policy that survives a real week - priorities, operating hours, holidays, pausing the clock, targets and who owns a breach - and assembles one you can copy.